Technical Account Manager (Resident Engineer) Network Security

Resident Engineer - DDos / Network Security Software - UK Remote  We’re working with a well-established, publicly listed specialist in network security, focused on stopping DDoS attacks automatically and in real time. Their platform brings detection, mitigation and analytics together. It’s trusted by internet service providers, hosting companies and large enterprises to keep their services online whatever is thrown at them, in some of the most demanding network environments around. What’s on offer

• Salary up to £70,000
• Remote UK working with occasional travel to Edinburgh, London and customer sites
• Pension scheme
• Life assurance
• Private medical insurance
• Enhanced parental leave
• Generous holiday, plus your birthday off

 The role

• This is a dedicated, seconded position. You’ll be the company’s eyes and ears inside one of its most important customers. Once the platform is live, you’re the customer’s first point of contact for escalations and their first source of product knowledge.
• You’ll sit within the Professional Services team, which takes over every account after deployment. Your job is to give the customer a truly white-glove experience. That means owning every issue that comes up, making sure it reaches the right people (SOC, Development or Professional Services) and seeing it through to a resolution the customer is happy with.
• This is not a development role. You won’t be writing code or building things. Your focus will be entirely on the customer: understanding how they use the platform, where it’s working well and where it isn’t, and making sure their experience keeps improving.

 What you’ll be doing

• Being the trusted, day-to-day technical contact for a major customer, working remotely with regular on-site visits
• Owning issues from start to finish, even when other teams carry out the fix, so the customer always knows someone is accountable
• Bringing in the right internal teams, keeping everyone updated and making sure nothing gets lost
• Picking up early signs of frustration or pain points and dealing with them before they put the relationship at risk
• Feeding customer insight back into the business as part of a culture of continuous feedback and continuous improvement
• Spotting where extra products or services could solve a customer problem, and passing those opportunities to the account team
• Taking part in health checks, service reviews and strategic conversations with the customer
• Helping customer teams build their confidence and knowledge of the platform

 What we’re looking for

• A career that has been entirely customer-facing, ideally as a Technical Account Manager, Customer Success Engineer, Resident Engineer, Solutions Engineer or something similar
• Experience supporting a complex, technical product that is live in production for demanding customers
• A background in network security, telemetry, data analytics or a related field 
• Excellent communication skills, with the confidence to handle difficult conversations and senior stakeholders
• A solid understanding of networking and infrastructure
• Willingness to travel to customer sites when needed
• Exposure to DDoS mitigation or similar security platforms is a nice-to-have

 Please apply with your most up-to-date CV for consideration. Bright Purple is an equal opportunities employer: we are proud to work with clients who share our values of diversity and inclusion in our industry.

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